Thank you all for your responses and it looks as though we are all on a similar view.

Have a great one

I raised a similar ticket back a few weeks ago and received a great response so I've posted again I think the title says it all but for reference: At my work, they have had a major growth in the past 5 years and implemented ITIL Unfortunately, this was implemented by people who wasn't thinking about...

Tool: Service Now So new company, new problems. Current Scenario: MI has been raised and resolved, however instead of closing the incident there is a sub state of awaiting RFO/RCA. A Problem ticket is also raised. This means that until the RCA has been completed the ticket will remain open regardles...